BM's main service scope for X series
At present, the after-sales service of IBM xSeries servers is directly managed and implemented by IBM China Co., Ltd. (hereinafter referred to as "IBM"). The main features are:
1, fully integrating IBM mainframe service mode;
2.IBM Technical Support Center receives, schedules, manages and tracks users' service requests;
3.IBM is solely responsible for warranty service and spare parts support;
4.IBM certified engineers provide hardware after-sales service and technical support;
A. Main features of the service
(1) is led by IBM Global Service Department, coordinated by IBM branches around the world, and certified by IBM.
Key support, plus the wide coverage of the blue express service site.
(2) IBM directly controls, optimizes resource allocation, and makes internal communication and cooperation smoother.
(3) Maintain high-end technological advantages and cover a large number of low-end markets.
(4) Advanced global networked spare parts management system to comprehensively improve the management level of spare parts.
B. Maintenance application process
(1) For all services related to xSeries server, just call the following service hotline of IBM Information Center:
Hardware maintenance service hotline:
800-810-1818 to 5 100 or 018498188 to 5 100.
(2) The service receptionist inputs the user information into the maintenance report management system to confirm the legality of the machine or option to be maintained (whether it is within the warranty scope), and forwards the user maintenance report within the warranty scope to the hotline technical support engineer, who will conduct fault analysis by telephone to solve the customer problem as soon as possible.
(3) If the hotline technical support engineer can't solve the user's problem on the phone, he will assign a local full-time engineer or a blue express service station engineer to provide on-site service and notify the spare parts department to allocate spare parts.
(4) The hotline technical support engineer will track each user's application for repair until the problem is finally solved.
C. Introduction of service mode and content
Standard hardware warranty service (free spare parts and labor costs)
Warranty period: generally three years, unless the customer purchases the service separately.
Service time: 8: 30 am-5:30 pm five days a week (except national statutory holidays).
Response time: respond within the second working day and arrive in the urban area designated by IBM.
At the site, for remote services beyond this range, engineers will arrive at the site or arrange trips within the response time.
Service mode: when telephone support can't solve the problem, provide on-site service (individual products must be sent for repair by users)
"Customer's satisfaction is IBM's success", which is the purpose determined at the beginning of IBM's establishment. The reason why IBM can be in the leading position in today's computer industry is precisely because it can pursue the above principles for decades. The establishment of IBM China Information Center is another embodiment of this purpose.
In practical work, IBM found that many users are often confused when they encounter difficulties, and they don't know who to turn to. In order to provide users with easy and satisfactory access to IBM's high-quality services, IBM invested heavily and integrated all resources to set up the IBM China Information Center in China. This indicates that the service provided to users has been more perfect and meticulous, which makes the difference between IBM and other information technology vendors more obvious, greatly enhances the added value brought by IBM to users, and fully embodies IBM's long-term commitment to the China market: to provide users with the best service.
"IBM as a service" IBM provides free telephone calls in 3 1 cities nationwide (more and more cities provide this service); The technical service personnel of the information center will reply the customer's phone within 24 hours. The telephone number of the information center is 800-810-18 (free of charge), which represents IBM's largest information support center in Asia and the largest and most advanced technical support center in China.
◆ Scale and investment of information center
Established in 1998.
Investment exceeds150,000 USD.
About 300 professionals serve customers (including after-sales service personnel)
World-class communication, network and equipment test equipment.
365,438+0 cities across the country provide free telephones (more and more cities provide this service).
◆ The strength and commitment of the information center
As the most important investment project of IBM in China, the center has integrated various advanced technologies and taken comprehensive management measures to ensure the efficient operation of the information service center. The most advanced telephone communication technology, powerful RS/6000, AS/400 servers, IBM advanced wiring system that can keep up with the development of the network-all kinds of amazing high-tech applications are only for one purpose: to strive to provide perfect services for users and partners.
Not only that, IBM has hundreds of well-trained technical experts to solve your problems. More IBM world-class experts can call at any time. In addition, other IBM information support centers around the world can also provide support to IBM China Information Center through the network system.
◆ Services provided by the Information Center
China Information Center provides customers and partners with all-round services from information promotion to technical support before, during and after sale. It integrates IBM information promotion center, technical support center, business partner support line, customer relationship center and other departments. By calling the information center, you can get the related technical support and services of Blue Express and Information System Services Division (ITS).
Information promotion center and customer relationship center are mainly responsible for market information promotion; Establish contact with customers through various communication methods and provide the latest product information; Make a market plan; Provide regular industry information services for IBM installed customers to meet the consulting needs of customers in different industries for IBM products and solutions. And accept customer complaints.
Business partner support hotline provides business partners with pre-sales product information consultation, after-sales installation and fault technical support, business partner marketing support plan, course training and product information.
Since its establishment, the Technical Support Center of IBM China (TSC) has been providing high-quality technical support services to users, agents and IBM insiders all over the country, which fully reflects the original intention of IBM to establish the Technical Support Center-the added value provided by IBM to users.
Technical support center is an extension of IBM product department and information system service department. Together with the marketing and sales support of product department and the on-site technical support service of information system service department, it forms IBM's all-round customer support framework.
The technical support center provides customers with pre-sales product technical questions and answers, system configuration check and after-sales technical installation problems. For IBM's customers and business partners in China, the establishment of technical support center will make it easier for them to obtain IBM's technical support, especially cross-platform system support, so as to help customers quickly solve existing problems and prevent other problems from happening. The technical support center provides services remotely. At present, telephone consultation is the mainstay, supplemented by automatic fax reply, e-mail and network services.
(E-mail address of Technical Support Center, :tscchina@cn.ibm.com) When you encounter technical problems when purchasing, using and repairing IBM products, you can call the IBM hotline 800-81kloc-0/818 (free of charge) to get technical support and services from IBM engineers and technicians.
8.2 The main service scope of IBM Information Center for RS/6000:
For users and agents of RS/6000 products, provide technical support for product functions, configuration, installation, debugging, customization and problems encountered in use, assist in diagnosing hardware problems of products, and provide general pre-sales consultation for hardware and related software.
Products involved: RS/6000, AIX, HACMP, PSSP, ADSM, C language, firewall, etc.
Provide software patches (PTF program temporary patches) and related information for users and agents of IBM RS/6000 products.
Provide patches for the following products: RS/6000 platform operating system and related software; Network management of microcode and network products; IBM software products (such as DB2/UCB, CICS, MQSeries, Tivoli, firewall, Java, etc.). ).
At the same time, provide patch related information and answer related questions, such as software version, PTF number and ARPA number verification, download website, installation method, etc. Users can obtain software patches through network download, email, self-extraction, etc. Users outside Beijing can also obtain software patches through EMS or remote dial-in.
In addition, it can also help IBM RS/6000 network and software agents to confirm the correctness of their orders, provide technical support for their technical solution consultation, and answer questions raised by users and agents about solution configuration.
IBM's top management regularly checks the service quality, and even a third-party unit participates in the supervision in an independent capacity. The application of CMS (CALL MANAGEMENT SYSTEM) telephone management system makes the implementation process more detailed and orderly. Every call of the user will not be missed, and the processing process will be tracked until the user thinks that the problem has been solved; The central database collates and analyzes the problems mentioned by users to shorten the time to deal with similar problems next time; The database can also count frequent occurrences and report them to relevant responsible departments, effectively preventing similar problems from happening again; The service center will also randomly check 10% of visiting users, ask their satisfaction, and immediately improve the opinions put forward by users.